Employee Service Center (ESC) Representative

Good Samaritan Society; Sioux Falls, Northern (SD, KY); Hybrid; USD 23,000 - 39,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

401(k) retirement plan

Work/life balance benefits

Generous time off

Job summary

Sanford Health in Sioux Falls, SD is seeking an Employee Service Center representative to provide prompt HR and payroll information to employees, candidates, retirees, and vendors. You will triage inquiries, resolve straightforward issues, and escalate complex cases to leads or COEs as needed.

This role emphasizes accurate data handling, self-service guidance, and collaboration with HR and payroll teams to uphold excellent service standards.

Qualifications

• High school diploma or equivalent preferred; bachelor’s degree is preferred.
• A minimum of one year experience in providing customer service.
• Entry level knowledge of general Human Resources transactions.
• Working knowledge of Human Resources Service center operations.
• General computer skills including the ability to use the range of Microsoft products (i.e., MS Office, Outlook/Exchange).
• General organizational and problem solving skills.

Responsibilities

• Provide effective and efficient responses to inquiries from Sanford employees, candidates, contractors/vendors, retirees, dependents, etc., regarding HR and payroll policies and procedures.
• Assess complexity of cases and escalate to lead, supervisor, or COEs as needed; strive for excellent customer experiences.
• Promote self-service usage and provide end-user support for HR systems, including navigation questions and escalation as applicable.
• Guide customers in self-service to submit inquiries, update personal data, manage separations, and research HR policies.

Skills

Customer service

Communication

Problem solving

Multitasking

Education

High school diploma (preferred)

Bachelor's degree (preferred)

Tools

Microsoft Office

Outlook/Exchange

Job description

Careers With Purpose

Sanford Health, the largest rural health system in the United States, is dedicated to transforming the health care experience and providing access to world-class health care in America’s heartland.

Facility: Sanford Business Center Building
Location: Sioux Falls, SD
Address: 2200 E Benson Rd, Sioux Falls, SD 57104, USA
Shift: 8 Hours - Day Shifts
Job Schedule: Full time
Weekly Hours: 40.00
Salary Range: $17.50 - $28.00

Job Summary

The Representative of the Employee Service Center will provide effective and efficient responses to inquiries from Sanford employees, candidates, contractors/vendors, retirees, dependents, beneficiaries, etc. regarding Human Resources and payroll policies and procedures. Quickly assess the level of complexity of cases and provide resolution or facilitate escalation of phone calls and/or cases to a lead, Supervisor, or Center of Expertise (COEs) as needed. Ensure positive, consistent customer experiences by striving for excellence in understanding specific requests while showing patience, empathy, compassion, and sincerity, while streamlining service delivery, and identifying next steps.

Partner with other HR Departments and payroll as needed to coordinate on inquiries requiring transaction processing. Promote the usage of self-service to employees as appropriate. Provide end-user support for employees interacting with Human Resources systems including navigational questions, basic system issue resolution (e.g., self-service), and escalation as applicable. Guide customers in the effective use of self-service to submit inquiries, update personal data, manager separations, and research Human Resources policies and procedures. Leverage the knowledge management and case management systems to effectively respond to, document, and monitor inquiries. Highlight opportunities to address common improved knowledge management system content and improved case management methodologies.

Ensure compliance with all corporate data administration rules, data security standards, as well as Human Resources policies and procedures. Follow all Employee Service Center policies, processes, and guidelines. Ability to deliver high quality customer service consistently in a professional manner. Ability to follow strict policy guidelines. Ability to deal effectively with dissatisfied customers. Strong communication skills. Ability to deal with ambiguity. Flexibility to accommodate staff scheduling changes. Strong customer service focus. Strong interpersonal and listening skills. Ability to handle multiple customer requests in a timely manner. Attention to detail (particularly with entering data). Ability to follow standard operating procedures and scripts.

Qualifications

High school diploma or equivalent preferred; bachelor's degree is preferred.

A minimum of one year experience in providing customer service. Entry level knowledge of general Human Resources transactions. Working knowledge of Human Resources Service center operations. General computer skills including the ability to use the range of Microsoft products (i.e., MS Office, Outlook/Exchange). General organizational and problem solving skills.

Benefits

Sanford offers an attractive benefits package for qualifying full time and part time employees. Depending on eligibility, a variety of benefits include

• health insurance
• dental insurance
• vision insurance
• life insurance
• a 401(k) retirement plan
• work/life balance benefits
• a generous time off package to maintain a healthy home-work balance

For more information about Total Rewards, visit https://sanfordcareers.com/benefits .

Sanford is an EEO/AA Employer M/F/Disability/Vet. If you are an individual with a disability and would like to request an accommodation for help with your online application, please call 1-877-673-0854 or send an email to [e-mail] .

Sanford has a Drug Free Workplace Policy. An accepted offer will require a drug screen and pre-employment background screening as a condition of employment.

Req Number: R-0269801
Job Function: Human Resources
Featured: No